Manage insurance complaints from receipt to resolution with structured workflows, regulatory deadline tracking, and FOS-ready case files — demonstrating Consumer Duty compliance at every step.
The FCA expects firms to handle complaints promptly, fairly, and with consistent outcomes. Under Consumer Duty, firms must actively monitor complaint trends for evidence of systemic issues. Yet many insurers still manage complaints in email inboxes and spreadsheet trackers — missing deadlines, producing inconsistent outcomes, and lacking the MI to satisfy regulatory scrutiny.
FCA DISP rules require acknowledgement within 5 business days and final response within 8 weeks. Without automated tracking, deadlines are missed — triggering FOS referral rights and regulatory scrutiny.
Without structured decision frameworks, similar complaints receive different outcomes depending on which handler deals with them — evidence of unfair treatment under Consumer Duty.
Spreadsheet-based tracking makes it impossible to analyse complaint trends, identify systemic issues, or demonstrate to the FCA that you are learning from complaints.
When complaints escalate to the Financial Ombudsman Service, assembling a complete case file from scattered email chains and system notes takes hours and often produces gaps.
Purpose-built capabilities — not generic templates you have to work around.
A step-by-step process from receipt through investigation to final response — ensuring every complaint follows the same consistent, auditable path.
Automatic calculation of FCA DISP deadlines with escalation alerts at configurable intervals. Never miss an acknowledgement or final response deadline.
Categorise complaints by product, cause, and outcome. Generate FCA-ready MI reports showing complaint volumes, trends, and the actions taken to address root causes.
Automatically compile a complete case file — complaint details, investigation notes, decision rationale, correspondence, and supporting evidence — ready for FOS submission.
Identify and flag vulnerable customers at complaint intake. Ensure appropriate handling adjustments and record the additional support provided.
The complaint is logged with categorisation by product, issue type, and severity. DISP deadline timers start automatically. Vulnerable customer indicators are assessed.
The handler reviews policy, claim, and communication records. The investigation is guided by a structured framework that ensures consistent depth of review across all complaints.
The handler records their decision with structured rationale. The final response letter is generated from the complaint data, including required FCA disclosures and FOS referral rights.
A sample of final responses are reviewed by a senior complaint handler or compliance officer before dispatch. QA findings feed into handler training and process improvement.
The complaint is closed with outcome classification. Data feeds into root cause analysis dashboards, FCA returns, and Consumer Duty board reporting.
Try these tools to assess and improve your operations.
Yes. The system calculates the 5-business-day acknowledgement deadline and 8-week final response deadline from the date of receipt. It accounts for business days and bank holidays, and sends escalation alerts at configurable intervals before each deadline.
Yes. SwiftCase captures complaint data in the format required for the FCA biannual complaints return, including complaint volumes by product, cause categories, and redress paid. Reports can be exported in the required format.
At complaint intake, handlers are prompted to assess vulnerability indicators — health, life events, resilience, and capability (aligned with FCA guidance FG21/1). Flagged complaints trigger adjusted handling procedures and the additional support provided is recorded for evidencing.
Yes. Complaints about appointed representatives, outsourced service providers, or delegated authority partners can be logged and tracked with responsibility attribution. The complaint remains on the principal firm's record for regulatory reporting purposes.
Yes. For complaints resolved by close of the next business day, the system generates a Summary Resolution Communication (SRC) with the required content, including FOS referral rights — and records the complaint in MI as required by DISP.
See how SwiftCase ensures every complaint is handled consistently, resolved on time, and fully evidenced for FCA and FOS scrutiny.
